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Benefits & Compensation:
Lead Service Technician
Chicago, IL, 60532, USPosted 2 weeks ago
Full-timeonsite
Job Description
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Dental insurance
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Position Overview
EOC Audio (ETC Florida's Sister Company) is seeking a skilled and customer-focused Service Technician / Customer Support Specialist to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio, video, automation, networking, and golf simulators, we pride ourselves on delivering exceptional ongoing support.
The Service Technician /Customer Support Specialist is a critical leadership role responsible for ensuring world-class post-installation support, rapid resolution of service issues, and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.
Key Responsibilities
Customer Service & Client Support
- Serve as a primary point of contact for clients needing service or technical assistance.
- Provide professional, friendly, and clear communication with clients via phone, email, and remote tools.
- Walk clients through basic troubleshooting steps and ensure they feel supported throughout the process.
- Deliver a high-quality customer experience on every interaction.
Service & Ticket Management
- Respond to service requests and manage assigned tickets from intake through resolution.
- Document all work performed, including troubleshooting steps, parts used, and final resolution.
- Ensure timely follow-up with clients to confirm issues are resolved.
- Accurately add required parts and materials to service jobs.
Technical Troubleshooting
Diagnose and resolve issues involving systems such as:
Diagnose and resolve issues involving systems such as:
- Crestron, Control4, Elan
- Ubiquiti UniFi networking (Wi-Fi, switches, firewalls)
- Sonos and distributed audio systems
- AV over IP and video distribution
- Barco ClickShare and conferencing systems
- Perform both remote troubleshooting and on-site service calls as needed.
- Escalate complex issues appropriately while continuing to support resolution efforts.
Field Service & Maintenance
- Travel to client locations to perform service calls, maintenance, and system adjustments.
- Test systems to ensure proper operation after service completion.
- Identify potential issues and proactively recommend solutions to clients.
Team Collaboration & Process Support
- Work closely with other technicians, installers, and project teams to resolve issues efficiently.
- Provide feedback on recurring issues to help improve system design and installation practices.
- Maintain accurate records in the service management system.
Required Qualifications & Experience
- 3–5+ years of hands-on experience in low-voltage AV, home automation, or IT/networking support.
- Strong troubleshooting skills across AV systems and networking equipment.
- Familiarity with platforms such as Crestron, Control4, Ubiquiti, Sonos, or similar systems.
- Ability to diagnose and resolve technical issues both remotely and in person.
- Experience working with service ticketing systems.
- Excellent communication and customer service skills.
- Organized and able to manage multiple service requests simultaneously.
- Valid driver’s license with a clean driving record.
Highly Desired Skills
- Prior experience in a Service Technician or customer support role within an AV or integration company.
- Manufacturer certifications (Crestron, Control4, Ubiquiti, etc.).
- Experience with service software such as ServiceTitan, Jobber, or similar tools.
- Knowledge of commercial AV or conferencing systems.
What Success Looks Like in This Role
- Service issues are resolved quickly and correctly the first time.
- Clients consistently report a positive, professional experience.
- Service tickets are well-documented and completed efficiently.
- You become a trusted technical resource for both clients and team members.
Benefits & Compensation:
· Fulltime Salary: 70-90k/ year
· Expense Reimbursements
· Health / Dental / Vision Insurance
· Simple IRA: Company matches up to 3%
· PTO
· Paid Holidays